A PPENDIX 1

MARKETING MANUAL, SALES ARGUMENTS

The sales force in Brazil does not use the marketing manual in their work. If they have a
question, they ask the local product manager. A common statement is: “There is no time to
search the web for information.”

One Account Manager in EUS told us he had never seen the Marketing Manual. He is
responsible for an OSS customer but he did not think that the Marketing Manual was
something he could use.

“So far, the marketing for OSS has been zilch.” (Local Product Manager, USA)

“We get no input from the Product Unit in Sweden when it comes to sales arguments and
benefits” (Technical Sales Manager, Argentina).
A PPENDIX 2

ROADMAPS, FUTUREPLANS

The information about the changes in the product can be divided into different parts. The first
part is the Product Road Maps, the information about what will happen with the product in the
future. The second part is the information about the changes in the features from one version
of CMOS to another. The Account Managers we talked to thinks this information is
insufficient.

The Product Road Map is important because most sales people want to receive information
about changes in advance. “I want to be able to tell the customer what will happen to the
product in the future” (Account Manager, USA). When the customer ask about changes they
want to be able to answer. “We never get to hear the development plans in advance, we found
out when it comes” (Account Manager, Brazil)

When a new version is due, the customer needs to be informed about the changes. In Brazil,
the Account Managers calls in the Local Product Manager for help when it comes to
explaining the details for the customer. Some Account Managers feel foolish when they are
not able to explain the basic changes. “When the version changes, we don’t have
presentations about the improvements” (Account Manager, Brazil). “You don’t have to be a
specialist to sell, but as a Sales Manager, you need to be informed about the changes in OSS”
(Account Manager Brazil).
A PPENDIX 3

ORDERING FORMS AND THE ORDERING SYSTEM

The three Market Units differ in their sentiments when it comes to ordering. The Sales Force
in Brazil and Argentina is more troubled by the ordering process than the Sales Force in USA.

In Brazil and Argentina, the Sales Force finds the ordering forms and the configuration forms
as incomprehensible. “The ordering forms are difficult to explain to the customers” (Account
Manager Argentina). In Argentina, they have big problems when trying to get the order
completed. They would like instructions in how to fill in the ordering forms. “The ordering
forms are not made for anyone to understand” (Technical Sales Manager in Argentina).

According some Account Managers (note: the ones with existing OSS customers) it is harder
to order upgrades for existing customers than it is to buy equipment for a new customer. “I
think Sweden, or the ERA, only sees the new customers and don’t care about the existing
customers” (Account Manager, Brazil).

According to the general conception in Brazil, the procedures within Ericsson are not
functioning. Components are often missing when installation of the system should take place.
Because of the bureaucracy of purchasing simple components through Ericsson channels, the
engineers often buy the components themselves, directly from the street.1

It has not happened once that the software and the documents arrived at the same time.
Because of this, the Installers often bring surreptitious copies that they install instead. The
correct documents do not accompany the surreptitious copies, and the customers will not pay
until they have the documents.

One Project Manager in Argentina was troubled by the fact that no notification was sent from
ERA when they received the order, which made it impossible to keep track of the order.

The fact that the software and documents were late was a big problem for the Sales Force in
Argentina and Brazil. “The customer would not pay until they get the documentation, but the
Market Unit does not receive the documents until the customer pays” (Account Manager,
Argentina).

In the USA, the Sales Force apprehends the ordering process as a problem. In some cases,
they found the delays of the hardware disturbing. The supply unit in the USA, on the other
hand, found the ordering process as something that could be improved. The biggest issue was
the responses from Sweden. “There is no easy way to see what have been shipped.” (Senior
buyer, Supply center). The employee at the Supply Unit said that the ordering system made it
difficult for the Roll Out to see when the software is coming.

1
 According to an internal document (98:0056)
1 A PPENDIX 4

1.1 A GENERAL DESCRIPTION OF OSS

Cellular Management Operations Support (CMOS) is a family of application systems for

different application areas in the Telecommunications Management Network (TMN) domain.
CMOS is an Operation & Maintenance system solution for wireless networks. It makes it easy
to perform on-line improvements on network efficiency and quality.

1.1.1 COMMUNICATION BETWEEN CMOS AND NETWORK ELEMENTS

The CMOS and the network elements (AXE 10) are interconnected through an X.25 WAN.
The communication is carried out using the Ericsson proprietary Message Transfer Protocol
(MTP) running on top of the three X.25 protocol layers. The AXE 10 subsystem to which the
CMOS is connected is the IOG-11 Data Communication Subsystem or the adjunct processor.
A CMOS implementation consists of one or more system servers and workstations, and zero
or more MTP servers, all interconnected on a Local Area Network (LAN).
The use of CMOS increases the quality of the network and can therefore decrease the amount
of dropped and blocked calls.

1.2 APPLICATIONS

CMOS
Fault Performance Configuration Accounting Customer Tool Box
Management Management Management Management Care

CNO CNP CNC FOG CASIF

Applications Applications Applications Applications Applications Applications

OPS, LB PMA CNCMI ... ... IAS
MVS, FMX SRP FRA Manual OSAS
PC-based MML RGD
EAG
Q3 Alarm Surveillance

Stand Alone Stand Alone Stand Alone

Stand Alone Stand Alone
MMIS, ... EET
Winfiol ...

Figure 1. CMOS applications

 An operator can choose different paths when buying CMOS. An operator can
start with any of the functional areas, such as Fault Management, Performance
Management, Configuration Management, Accounting Management, or
Customer Care. To choose one of the applications below a heading the basic
application normally has to be bought also. Some applications also require
another application. The basic applications are CNO, CNP, CNC, FOG, and
CASIF. Tool Box does not have a basic application and its applications might
require basic applications from other functional areas. Some applications can be
placed under more than one functional area and can hence be found under
several headings. There are also stand-alone applications that do not require a
basic application at all. These stand-alone applications can be bought separately.
Some features are included in several basic applications, for example command
handling and file transfer to enable support for different users of the basic
applications. The following paragraphs will describe all applications in more
detail.

2 F AULT M ANAGEMENT
Fault Management consists of a set of functions, which enables detection, isolation, and
correction of abnormal operation of the wireless network and its environment. Trouble ticket,
work order administration is also part of Fault Management.

2.1 BASIC APPLICATION - CELLULAR NETWORK OPERATION (CNO)

The basic application of Fault Management is called Cellular Network Operation (CNO).
CNO makes it possible for the operator to have a centralized operation with remote
supervision and distribution of the functions to the regions. The security level will be higher
due to the authorization profiling and logging of alarms and commands.

2.1.1 DESCRIPTION

The CNO application is the part of the CMOS system that provides user-friendly features for
the basic operation of a wireless network. Features are provided in the following areas:
 CMOS Handling
 Fault Management Handling
 File Transfer Management
 Command Handling

2.1.2 CMOS HANDLING

CNO makes a number of tools available to the system administrator to administrate CMOS.
Examples are:
 System Security and Authorization
 Network Model Administration
  Graphical Alarm Presentation Administration
 External Communication Administration
 Log Administration

2.1.3 FAULT MANAGEMENT HANDLING

Events reported from network elements, datalink faults, external alarms, and CMOS internal
errors are processed and distributed to the following CNO applications:
2.1.4 ALARM STATUS VIEWER
Network alarm status is presented to the operator on a color workstation. Graphic symbols
represent the surveyed network elements and their respective alarm status. Figure 2 shows an
example of the alarm status viewer window.

Figure 2. Example of Graphical Data Presentation

2.1.5 ALARM LIST VIEWER

The alarm list presentation displays information on current alarms for a selected managed
object.

2.1.6 ALARM LOG BROWSER

All alarm records are stored in the alarm log, which provides a history of alarm information
for a selected network element.

2.1.7 ALARM LOG ANALYSIS

The Alarm Log Analysis provides functionality for retrieval of data from the alarm log and for
analysis of that data , for example, create statistical reports. A number of report and analysis
functions are included in the Alarm Log Analysis. There are also functions included that
enable users to design their own report and analysis functions.
Alarm Text Routing to Selected Destinations
The system operator may define criteria for sending alarms to different output devices, such
as a printer, a mail address, a file, or a workstation console window.

2.1.8 FILE TRANSFER AND MANAGEMENT

File transfer and file management provides the operator with functions to perform file
transfers, scheduling, administration, management of file stores, and subscription to files
received from external systems.

2.1.9 COMMAND HANDLING

CNO contains the following command handling tools:

Spontaneous Report Presentation
A special feature is included for the subscription of spontaneous reports from the network
elements. The subscribing operator is notified upon reception of such reports.

Command Files
Features to create and execute command files are included. A command file can be
automatically executed at a given predetermined time.

2.1.10 COMMAND FORMS

A set of tools to develop menu trees and command forms is available. Created forms are
presented to the operator, who is thus supported in the task of filling in the necessary
parameters.

2.1.10.1 Command Log

All commands are logged for reasons of security and post-execution checking.
2.2 APPLICATIONS

2.2.1 OPERATIONS PROCEDURE SUPPORT (OPS)

The aim of the OPS is to provide support for development and run-time control of MML
command files. The main part of this feature is the Command File Developer, which supports
run time editing, debugging, and execution of command files utilizing the Command File
Language.

2.2.2 LOG BOOK (LB)

The LB application provides the means for the user to automatically record the action taken
for a given assignment. Actions are recorded as tasks in the log record. The tasks are
organized in lists and makes it simple to keep track of the responsibility and status for given
tasks performed by the work force. The LB is integrated with Fault Management and
Command Handling in CNO.

2.2.3 MULTI VENDOR SUPPORT (MVS)

This application enables connections of equipment that sends text-based alarm information to
the Fault Management in CMOS. This allows integrated alarm supervision in CMOS where
equipment other than the AXE can be connected to CMOS and monitored from the same
alarm-handling interface.

2.2.4 FAULT MANAGEMENT EXPERT (FMX)

A single fault in the network may cause a multiple number of alarms from several parts of the
network, which makes it difficult to identify the root cause. FMX makes it possible to see the
relevant alarms and provides users with a clearer and more accurate understanding of the
status of the managed network.

2.2.5 EXTERNAL ALARM GATEWAY (EAG)

The EAG is a tool that allows paging of the operator automatically when a specific event is
detected by CNO, for example alarms, conditions and thresholds in the network elements.
EAG makes it possible to monitor alarms remotely.
A Watch monitors the condition for which it has been defined. When the condition is detected,
the Watch triggers the notification process to ensure the event is reported to the alerting
device. Alerting devices can be numeric pagers or alphanumeric pagers
Watches can, according to different criteria, be defined for AXE alarms and UNIX alarms.
Examples include:
 All alarms with a specific slogan
 All alarms of a given class or severity
 All alarms for which the slogan contains a user-defined text pattern

2.2.6 PC-BASED MML SUPPORT

The PC-based MML support function makes it possible to connect the PC based WinFIOL
(command handler) application to CMOS. When WinFIOL is connected to CMOS, the
authority check and command logging will be performed in the CMOS environment. If
WinFIOL was not connected to CMOS it would not have the same security.

2.2.7 Q3 ALARM SURVEILLANCE AGENT (Q3 ASA)

The Q3 ASA offers a Q3 interface to CMOS. This interface supports alarm surveillance in
conformance to ITU-T standard Q.821. Q3 ASA allows the Fault Management applications in
CNO to format alarms and forward them to external systems, using the Q3 interface. In
addition, Q3 ASA supports control of alarm reporting by the external system.

2.2.8 Q3 ALARM SURVEILLANCE MANAGER (Q3 ASM)

The Q3 ASM also offers a Q3 interface to CMOS, allowing the Fault Management
applications in CNO to receive alarms through the Q3 interface, from Q3 network elements,
or other operating systems. The Q3 ASM provides standard OSS Fault Management with the
necessary complements to perform alarm surveillance of Network Elements of the Q3 type
(according to Q.821) via the Q3 Alarm Adaptation Unit.

2.3 STAND ALONE APPLICATIONS

2.3.1 MAINTENANCE MANAGEMENT INFORMATION SYSTEM (MMIS)

2.3.1.1 Description
The MMIS is a support system for the field maintenance of a wireless network. The MMIS is
a solution specifically designed for the operation and maintenance of telecom networks, based
on several third party products.
MMIS includes functions supporting:

 Registration and Maintenance of Network Hardware

 Handling of Work Orders for Field Maintenance
 Handling of Spare Parts
 Handling of Trouble Reports
 Handling of Planned Maintenance Activities
 Management of Spare Part Stock
 Management of Field Maintenance Work Force
 Measurements of Systems Hardware Performance

The functionality of MMIS has been divided into three different modules or packages:
 Trouble Ticket Management
 Work Order Management
 Equipment Management

Trouble Ticket Management and Work Order Management can be used independently, while
Equipment Management requires Work Order Management.

2.3.2 WINFIOL
2.3.2.1 Description
FIOL for Windows (WinFIOL) is an exchange command-handling program. Its functions
ensure easy operation, and maintenance work can be done for routine tasks as well as for
special operations. WinFiol is run on a PC but is connected to the Unix based CMOS by the
MML.

3 P ERFORMANCE M ANAGEMENT
Performance Management includes performance quality assurance, performance monitoring,
performance management control, and performance analysis.

3.1 BASIC APPLICATION - CELLULAR NETWORK PERFORMANCE (CNP)

The basic application of Performance Management is called Cellular Network Performance

(CNP).

3.1.1 DESCRIPTION

CNP consists of the Cellular Performance Management and the Cellular Performance
Reporting application. CNP enables users to design their own presentation of reports and can
help the operator with advanced decision support for planning future growth.

3.1.1.1 Cellular Performance Management

The Cellular Performance Management application provides the user with feedback on
wireless network conditions and on traffic performance in the MSCs. Information is retrieved
from the MSCs, by using the existing MSC measurement and recording functions. Therefore,
each feature corresponds directly to a prerequisite function in the MSC. These optional
features in the MSC have to be bought to get the full functionality of CNP.
Radio Network Measurement features post-processing of; cell traffic statistics, traffic
measurement on cells, radio related call release and recording of voice channel handling.
Radio Network Recording features post-processing of cell traffic recordings, radio
environment statistics and radio disturbance recordings

For each feature in Cellular Performance Management, the Cellular Performance Reporting
application below has an advanced corresponding report service feature.

3.1.2 CELLULAR PERFORMANCE REPORTING

The Cellular Performance Reporting application consists of a group of inquiry and reporting
features that operate on network information to generate performance reports on the network.
The general report generator can produce reports on a regular basis and produce immediate
reports combining different kinds of data for the individual or temporary need.

3.1.3 COMMAND HANDLING, FILE TRANSFER, FILE MANAGEMENT

The CNP also includes command handling, see section ‘Command Handling’ for a description
and file transfer and file manage, see section ‘File Transfer and Management’ for a
description.
3.1.4 CMOS HANDLING

CNP makes a number of tools available to the system administrator to administrate CMOS.
Examples are:
 System Security and Authorization
 External Communication Administration

3.2 APPLICATIONS

3.2.1 REPORT GENERATOR DEVELOPER (RGD)

The Report Generator Development application provides functionality to develop customized

reports, through Applixware software

3.2.2 PERFORMANCE MEASUREMENT APPLICATION (PMA)

The PMA is a post-processing application designed to assist the network operator in collecting
traffic performance data from AXE network elements, but not from cells. The PMA assists in
the following tasks:
 Short term surveillance of network traffic
 Long term planning of how network resources can handle traffic most efficiently

The application assists the operator to order measurements, collect data from ordered
measurements, and to store in the relational database in CMOS.
There are also tools included that make it possible to process the collected data.

3.2.3 STATISTICAL REPORT PACKAGE (SRP)

3.2.3.1 Description
The Statistical Report Package (SRP) for CMOS provides the operator with a number of pre-
defined reports that will support the operator in analyzing the behavior and performance of
the cellular system. By turning performance data into management information, this
application can clearly highlight potential problem areas.

4 C ONFIGURATION MANAGEMENT
Configuration Management includes network planning and engineering, installation, service
planning and negotiation, provisioning, and status and control.

4.1 BASIC APPLICATION - CELLULAR NETWORK CONFIGURATION (CNC)

The basic application of configuration management is called Cellular Network Configuration

(CNC).

4.1.1 DESCRIPTION

CNC supports functions for the management of the wireless network from a consistent
Graphical User Interface. The following tasks are supported from CNC:
  Cellular Network Audit
 Cellular Network Configuration and Planning
 Mobile Network Configuration Check
 Cellular Network Element Update

The CNC supports a network view model. The cellular network configuration can be
examined in alphanumerical or graphical views. CNC eliminates the direct use of Man-
Machine Language.

4.1.2 COMMAND HANDLING, FILE TRANSFER, FILE MANAGEMENT

The CNC also includes command handling, see Section 3.1.4 ‘Command Handling’ and
Section 3.1.5 ‘File Transfer and Management’ for a description.

4.1.3 CMOS HANDLING

CNC makes a number of tools available to the system administrator to administrate CMOS.
Examples are:
 System Security and Authorization
 External Communication Administration

Figure 3. Graphical Presentation for CNC

4.2 APPLICATIONS

4.2.1 CNC MANAGEMENT INTERFACE (CNCMI)

The CNCMI provides a way to export cellular data from EET (Ericsson Engineering Tool)
into CNC.
CNCMI can also be used to export data from other cell planning tools into CNC, provided
that the output from these cell planning tools adhere to the CNCMI file format.
CNCMI makes it possible to electronically import information from external systems like the
EET for cell planning, and to send it out to the network after an MNCC check.

4.2.2 ADAPTIVE CHANNEL ALLOCATION (ACA)

Adaptive Channel Allocation is a concept. The main purpose of ACA is to optimize the use of
radio network resources, namely the radio channels and power levels in a radio network.
The features that optimize the radio channels cover two areas. First the optimization of the
channel allocations and secondly the optimization of the channel selection in real-time.
The ACA functionality enables an increase in capacity, the ability to improve the quality of an
operators radio network, and lowers the operational cost related to cell planning. The ACA
concept is introduced in phases in the CMS 8800 system.
Before ACA was available, Fixed Channel Allocation was used in CMS 8800. This means that
network resources (frequencies and corresponding power levels) are permanently allocated to
the different cells of the network (the power levels of the terminals are actually adjusted to
combat long term variations in propagation losses).
When planning a Fixed Channel Allocation network an interference scenario based on a
worst-case has to be considered. To be able to handle this possible scenario, unnecessary high
safety margins have to be used. A cell-plan based on this worst-case scenario guarantees
sufficient service quality in all situations, but it does not use the network resources in an
optimum manner. The reason is that the interference situation, is most often not as bad as the
worst-case scenario implies.

4.2.3 ADAPTIVE CHANNEL ALLOCATION (ACA) 1.0

The first phase, ACA 1.0, includes two applications: Manual Frequency Re-Allocation (FRA-
Manual) and Interference Driven Channel Selection (IDCS).
Frequency Re-Allocation (FRA-Manual) falls in the area of optimization of the channel
allocation, while Interference Driven Channel Selection (IDCS) falls in the area of
optimization of the channel selection in real-time.
The main benefits of ACA 1.0 are:
 Lower operational cost of radio network
 Increased capacity
 Improved quality

4.2.3.1 FRA-Manual
FRA-Manual is essentially a tool for frequency planning. Unlike other tools, which use
predictive methods and require verification of the results with drive tests, FRA-Manual uses
measurements from the actual radio network with centralized verification.
4.2.3.2 Interference Driven Channel Selection (IDCS)
IDCS is not a part of CMOS. It is entirely implemented on the MSC where it is an optional
feature.
IDCS is estimated to give an average quality improvement of 1 dB in the downlink direction
and 0.5 dB in the uplink direction. This quality improvement may be changed for a capacity
increase, that is, additional transceivers in many cases.
IDCS continuously measures the interference in the uplink direction on the available digital
channels in the cells. Based on these measurements a ranked list is created. The best possible
channel is then chosen at call setup and handoff. The ranking can be made as per cell or per
voice channel group in the cell.

4.2.4 THE FUTURE OF ADAPTIVE CHANNEL ALLOCATION

Later phases of ACA will introduce base station power control, FRA-Automatic and cost
based resource allocation functions. These will all make it possible to fully utilize the
possibilities of the ACA concept.

4.3 STAND ALONE APPLICATIONS

4.3.1 ERICSSON ENGINEERING TOOL (EET)

4.3.1.1 Description
The EET works on digital map data, which is used as an input data for wave propagation
predictions, and as background information. The EET supports a number of cellular standards,
including but not limited to the following: GSM900, DCS1800, PCS1900, TACS, AMPS, D-
AMPS850, D-AMPS1900, PDC1500, NMT450, and NMT900.
Cell data can be exported from the EET into CNC via the application CNCMI.

4.3.1.2 Benefits
 Computer aided cell and frequency planning
 Automatic frequency planning
 Digital maps with propagation predictions

5 ACCOUNTING MANAGEMENT

5.1 BASIC APPLICATION - FILE OPERATIONS GATEWAY (FOG)

The basic application is called File Operation Gateway (FOG).

5.1.1 DESCRIPTION

This application provides automated access to any IOG-11 file, such as Toll Ticketing data or
system performance statistics, to any application running on a CMOS platform. The transfer
of files from an exchange can be a long and complicated task. The FOG is designed to assist
in the transfer, processing, and administration of exchange files from the input/output Group
(IOG).
5.1.2 BENEFITS

Many different applications can subscribe to the same file, eliminating the need for different
links and destinations. Files are received electronically and can be processed, for example for
near real-time billing.

The most important benefits are:

 Full operator control of the billing process
 On-line system with direct access to the data resulting in shorter transfer times,
enabling:
- Shorter billing cycles
- More flexible billing cycles
 Increased security with no loss of data due to corrupt tapes
 Dramatically reduced billing cost:
- No cost for shipment of tapes
- Less staff involved
 Reduced Fraud Loss
- To connect a Fraud Detection System, Immediate File Transfer is needed.

FOG is also the most important application when it comes to dealing with fraud in
International Roaming. To handle fraud in International roaming it is absolutely necessary to
have Immediate File Transfer of Call Detail Records (CDR), that is, Electronic File Transfer
via FOG to the Home System.

6 CUSTOMER CARE

6.1 BASIC APPLICATION - CUSTOMER ADMINISTRATION SYSTEM

INTERFACE (CASIF)

The basic application is called Customer Administration System Interface (CASIF).

6.1.1 DESCRIPTION

CASIF provides functionality to configure the subscriptions from a Customer Administration

System (CAS) or from remote operators, connected to the application over X.28-X.29
protocols or over a modem. CASIF acts as a gateway between the CAS and Ericsson HLRs.
CASIF provides availability of the following functionalities:
 Subscription activation
 Subscription cancellation
 Service provision
 Service withdrawal
 C-number definition
 Service activation
 Serial number change
 Categories report from the MSC/HLR
 Pass code change
 Voice Mail Service
6.1.2 BENEFITS
The main benefits of CASIF are:

 Easy interface from Customer Administration Systems to the HLRs (menu based, no
need for MML commands)
 Customers do not have to maintain the interface between AS changes in the MSC
 Security checks preventing unauthorized personnel from changing data in the
MSC/HLR
 Logging of all commands sent to the MSC/HLR
 Statistics
 Used together with FOG allows integration of billing and subscriber administration
systems

7 TOOL BOX
The Tool Box includes applications for maintaining your CMOS system and
framework/interfaces to the information and services in CMOS. The interfaces will enable
fast development and easy integration of for example, market adaptations.
There is no basic application to this functional area.

7.1 APPLICATION

7.1.1 OSS INFORMATION ACCESS SHELL (IAS)

7.1.1.1 Description
The OSS IAS provides access to the resources contained within the MSC in need of
management. The management information is accessed through machine interfaces, which
makes it easy for programs to use the information.

7.1.1.2 Benefits
The IAS will enable fast development and easy integration of market adaptations.

7.1.1.3 Prerequisites
The IAS requires CNC and CNP.

7.1.2 OSS SERVICE ACCESS SHELL (SAS)

7.1.2.1 Description
The OSS SAS is basically a shell with commands to access different agents in CMOS. To do
so, it displays a prompt to the operator and transmits the manually typed commands to the
appropriate agent. After having received a response, it is displayed in a comprehensive format
to the operator.

The OSS SAS can be used in the following modes:

Interactive mode: The user types commands and the shell displays answers received by the
agents written in any UNIX shell.

API mode: The OSS SAS provides an API (Application Program Interface) that can be used
to develop specific user applications. This is a Java API which maps the Q3 interface and the
F interface of the agents. This mode is reserved for programmers only.